9 The Social Media Work Plan - Research Monitor Audit Analyse Reliable data collection to support future strategies and tactics Combination of automated and manual monitoring to ensure comprehensive capturing of data Identify topic centric influencers 3 Find official and unofficial assets. Understand Brand s current Social Media presence in the context of these assets. Understand your competitor s presence and how Social Media is being used by them Evaluate data from the monitoring and audit. Consider risks and risk management Consider opportunities Determine potential impact on Brand Reputation Ensure clarity regarding ongoing conversation and sentiment Understand channels and influencers

20 Integrated strategy = Centralisation Instead of allowing networks to evolve without direction, it pays to actively manage your network. We can now knit networks together to create productive individuals and smart communities. 20

22 The Social Media Work Plan Execution Reactive Proactive Internal Use monitoring process to identify risks that require response and opportunities we can leverage Create FAQs to manage challenges in a consistent manner. Align FAQs with other departments eg. Customer Relations 3 Plan Assets roll out Develop content for proactive management with reference to the Subject Area Assessment process Manage internal processes for consistent and relevant messaging Communicate metrics and outcomes internally to ensure understanding, commitment, and improvement

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